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During my 13 years in the business banking world, I came to realize that almost all bankers want to think they know their customers. Several years ago, my manager shared a story about a time he “knew” his business banking customer…or so he thought.

I’m sure you recall the famous line from the 1996 movie Jerry Maguire, “You had me at ‘hello,’’’ muttered by Jerry’s wife, Dorothy, during a passionate discussion. I must admit that, as a business owner, I felt a lot like that when my banker asked me about corrugated box prices during a meeting. He wasn’t an “industry expert,” but he...